Please HELP!!! What if I need to cancel because of an emergency?

[Wee4]

Hi! Please HELP!!! my kitchen got serious leaking, is reparing now. Water is all over the apartment floor and i don't know when it will be done. Now will affect the coming booking on this Saturday. Should i cancel the booking now? Or wait till on Thursday and decide the situation?

Most important, what documents i need to submit to Airbnb that i don't get PENALTY? 

House type: Soho/Studio

Your advice is very appreciated. Thank you

[Helen3]

Hello @Wee4

If you look at the 'extenuating circumstances' poilicy in the Airbnb Help Centre it tells you the steps you need to take to cancel as a host and make a claim under extenuating circumstances.

Why would you wait until Thursday to tell your guest?

Get a quote from your repairs on Monday once you know whether it can be repaired by Saturday you can decide whether to cancel the booking.  If you are cancelling tell the guest tomorrow so they have a good chance to find something else.

[Wee4]

Thanks Helen! Much appreciated.

[Sandra126]

Do not cancel yourself, talk to Airbnb and let them do it. Avoid penaltied, better to prevent than fix afterwards! Sorry about leak, hope it all works out.

[Wee4]

Noted. Thanks for your advice, Sandra! Much appreciated.

[Mark116]

Call airbnb ASAP.  Don't cancel unless you are sure you won't have the repairs completed.  Don't cancel no matter what without contacting airbnb and explaining the situation.  

[Wee4]

Noted. Thanks Mark! Contacting Airbnb now. Greatly appreciated!